Struggle to get a paid up letter

I honestly am very disappointed in the service at Finchoice lately, there is always an issue and you have to call numerous times for one thing to get sorted. The last debit was taken for my mobimoney account, l have a credit of R138. Since Monday l’m requesting the same thing a paid up letter. I was first told it takes 24hrs, 24hrs later l was told it actually takes 48hrs. Guess what it’s Wednesday and no paid up letter in site. I also logged a query on Monday *** 2 full days ago no reply and yet the auto response clearly stated 2 business days. I’ve been a customer for many years and the service is deteriorating. All l want is a paid up letter and not getting the option to obtain one on the app because l have a credit of R138 this can be paid to my funeral policy but can’t be the sole reason why l’m not getting a paid up letter. I’m just disappointed and frustrated the lack of service.